Support form doesn't work

Support&troubleshooting
#1

Keep trying to fill support form, but it doesn’t work. Done all required boxes, but when try to submit it keep thinking… Tried on several devices and with different internet connection.
Is there an alternative way to obtain some spares?
I was battling with M300plus and it’s ability to restart or not to trip out for months now…

“Printer has problems to restart or trips out during printing/standby with error #18:16. Also, USB and/or WiFi have sort of impact on restart as they make it difficult when connected.
I’m unable to update too due to above problems.
I followed advice from forum, but this is temporary solution and problem reoccurs.
Not sure if there’s just a cable issue or whole other stuff.”

Many thanks

#2

Hello Wojciech,

we have passed information regarding problems with the support form to our specialists - we will definitely look into this. We apologize for the inconveniences caused. For the time being - please send all information and videos/pictures that illustrate the issues to support[at]zortrax.com.

As for updating the firmware - please copy update.zar2 file onto the USB and then tap on “check for updates” bar above the error code. The printer should detect the file and install it. If you manage to install the newest firmware (2.6.3) - the logs should be saved (when the #18:16 error occurs) as failinformation.txt file on the USB drive. Please send us this file too. We need to pass all information to our specialists who will look further into the matter.

Best regards,
Karolina

#3

Hi Karolina,

This time form worked. That’s good news.

Problem with the update is that when printer restart for installing file it trips too… I tried online and offline…
I will try again, but looking at recent experience it’s not gonna happen…

Many thanks

#4

Hello Wojciech,

yes, the support form was repaired yesterday, thank you for notifying us about the problem. We have received your inquiry and will respond to it as soon as possible. Our support agent will pass all information to our specialists.

Thank you for your understanding.

Best regards,
Karolina

#5

Hi
Me again,

I’ve been waiting nearly 2 weeks and no response from your support team…
Is there any reason why I have to wait so long.
I have no use of the printer if it sits there waiting.

Many thanks

#6

Hello,
Sorry for the delay, but it seems there’s been some problem, I just resent you the e-mail.
Please check and let’s continue there.
Best Regards